Manuel Grenacher, GM of SAP Service Cloud looks at why field service organisations are increasingly recognizing the potential benefits of the crowdsourcing model within a field service context...
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Jun 26, 2019 • Features • Software & Apps • crowdsourcing • manuel grenacher • SAP • Software and Apps
Manuel Grenacher, GM of SAP Service Cloud looks at why field service organisations are increasingly recognizing the potential benefits of the crowdsourcing model within a field service context...
Crowdsourcing is an established trend in the workplace, although primarily known from industries such as software engineering, rideshare platforms or finance in the form of crowdfunding.
However, companies in field service are increasingly recognizing the benefits of this collaboration model for their business strategy. Amongst some of the advantages are a faster processing of service orders or improved customer satisfaction to name just a few.
But why exactly should companies jump on the crowd service bandwagon?
Build a strong ecosystem with skilled partners
By establishing a crowd service concept in their field service management, companies can add as many external technicians to their talent pool as they require in addition to their internal technicians – sourced from its partners and subsidiaries to freelancers.
That way, they create an ecosystem of certified experts performing simple tasks such as installing standardized machines and equipment or replacing cables, but also solving complex issues with specially configured systems or according software. In that case, it is of paramount importance that this expert knowledge is digitally recorded.
"Crowdsourcing is an established trend in the workplace..."
With the support of a partner ecosystem, companies can increase the capacity of their workforce as well as expand their geographical coverage. This is particularly helpful in remote areas or certain countries where it does not make sense to have a full-time employee on standby waiting for service calls or in areas with high demand where companies do not have the capacity to respond to service requests fast enough. Moreover, it gives flexibility despite high volatility in demand and peak times.
Finally, companies can expand their knowledge pool. This is especially important for very specific maintenance and repair tasks of old equipment at a time when highly qualified specialists are becoming rare or they are already retired.
Accelerate the completion of service orders
After having received a service call, the artificial intelligence-based crowd service tool can match the most suitable and qualified technician from the pool with the specific service request. The technicians are selected based on their location, availability and work schedules, required skills and additional criteria that companies can determine individually.
Afterwards, the system sends a request to the technician’s mobile device. The expert can then accept the service job and receive all the information needed for the tasks in the application. Once the assigned tasks have been completed, the technicians receive a fixed payment for their job – and customers can rate the performance the same way they would rate a driver working for a ride-share provider.
Transform customers to fans
So, what is the biggest advantage of crowd service? The improved customer experience for your clients, of course. Benefiting from a larger pool of technicians, companies can respond to service requests faster and reduce the waiting time for their customers.
Moreover, sending the most suitable technician to the job that needs to be done leads to a higher service quality, boosts your first-time fix rate and, therefore, leads to minimized downtimes of mission critical machines and equipment.
This is the decisive moment in customer service: companies need to help their customers to achieve their business goals despite machine or equipment failures.
In return, customers will reward companies with their loyalty.
Manuel Grenacher is GM of SAP Service Cloud.
Finally, companies can expand their knowledge pool. This is especially important for very specific maintenance and repair tasks of old equipment at a time when highly qualified specialists are becoming rare or they are already retired.
Accelerate the completion of service orders
After having received a service call, the artificial intelligence-based crowd service tool can match the most suitable and qualified technician from the pool with the specific service request. The technicians are selected based on their location, availability and work schedules, required skills and additional criteria that companies can determine individually.
Afterwards, the system sends a request to the technician’s mobile device. The expert can then accept the service job and receive all the information needed for the tasks in the application. Once the assigned tasks have been completed, the technicians receive a fixed payment for their job – and customers can rate the performance the same way they would rate a driver working for a ride-share provider.
Transform customers to fans
So, what is the biggest advantage of crowd service? The improved customer experience for your clients, of course. Benefiting from a larger pool of technicians, companies can respond to service requests faster and reduce the waiting time for their customers.
Moreover, sending the most suitable technician to the job that needs to be done leads to a higher service quality, boosts your first-time fix rate and, therefore, leads to minimized downtimes of mission critical machines and equipment.
This is the decisive moment in customer service: companies need to help their customers to achieve their business goals despite machine or equipment failures.
In return, customers will reward companies with their loyalty.
Manuel Grenacher is GM of SAP Service Cloud.
Jun 20, 2017 • video • Coresystems • crowdsourcing • Future of FIeld Service • Lukas Peter • SwissCom
Filmed at FieldServiceUSA in Palm Springs 2017 Kris Oldland, Editor-in-Chief, Field Service News talks exclusively to Lukas Peter of Swiss Telco giants SwissCom about their pioneering new service SwissCom friends which harnesses the power of...
Filmed at FieldServiceUSA in Palm Springs 2017 Kris Oldland, Editor-in-Chief, Field Service News talks exclusively to Lukas Peter of Swiss Telco giants SwissCom about their pioneering new service SwissCom friends which harnesses the power of CrowdSourcing working with technology from Coresystems and applies it to a field service application....
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Aug 25, 2016 • Features • Coresystems • crowdsourcing • Software and Apps • software and apps
Manuel Grenacher, CEO Coresystems takes a look at how crowdsourcing could potentially be a revolution in delivering field service as and when it’s needed...
Manuel Grenacher, CEO Coresystems takes a look at how crowdsourcing could potentially be a revolution in delivering field service as and when it’s needed...
Imagine a customer calls your customer service line and says he has a problem with his router. He wants someone there to fix it, and he wants them there yesterday. They’re upset because they’ve called your office several times for the past few months requesting service.
Your dispatcher tells the customer that the next available appointment is in two days. Your customer starts screaming at the dispatcher saying that it is unacceptable to have such a long wait time for an appointment.
In a world where a ride can be ordered on demand and Amazon will deliver almost any product you want the same-day you order it, customers’ expectations for the type of service they want to receive from businesses continue to grow more demanding.
Creating an enjoyable customer experience is important for the success of any field service business. To create this experience, field service organizations must prioritize coming up with strategies to deliver instant service that’s fast, personal and predictive.
Service should be more predictive
Gone are the days of waiting around for machines to break, then sending field service workers to the rescue at the next available appointment time. Because of IoT sensors and smart machines, preventive and predictive maintenance are what customers want. Field service workers should be able to predict machine failures and stop problems before they occur, therefore preventing downtime. The pros of predictive maintenance are numerous.
A study conducted by the U.S. Department of Energy, found that predictive maintenance results in a 35% to 45% reduction in downtime and a 20% to 25% increase in production within the oil and gas industry.
Field service software enables predictive maintenance by collecting and analysing data so service visits can be planned ahead of time.
Predictive maintenance means no more unnecessary truck rolls. Service appointments are scheduled only when needed; at times when a machine has been predicted to fail.
On-demand field service workforce
No matter how an organisation decides to enable predictive maintenance, predicting service needs to be accompanied by a scalable workforce. In order to dispatch field service workers on demand, companies can use crowdsourcing platforms like Mila. The company builds service crowds of pre-vetted, trusted, and qualified technicians who are ready to provide service at a moment’s notice.
For example, Swisscom, a major telecommunications company, is already using this external on-demand workforce consisting of vetted individuals (Mila Friends) and professional service providers (Mila Pros) to help customers with setting up their Wi-Fi, troubleshooting or explaining new products. Having these kinds of workers means they can give customers service that is quicker and more flexible.
The Mila Crowd is most often active in the evening during the week or on the weekends, outside of regular office hours.
More flexible and faster service
In the past, companies have relied on dispatchers to fill their technicians’ schedules with appointments for the day or week.
By using an on-demand workforce, companies can react to customer requests more efficiently
By using an on-demand workforce, companies can react to customer requests more efficiently. Workforce-as-a-service also means field service organisations can save money, since they are able to scale their services without having to invest in hiring and training new full-time employees.
Provide more proactive service
Have you ever been at a restaurant and needed a napkin, silverware, or ketchup to eat your food, only to have your server appear out of nowhere and deliver those items? How amazing does it feel to know your server anticipated your need and gave you something you wanted and needed without you having to ask for it?
By implementing preventive and predictive maintenance, companies are no longer just being reactive. Being proactive means offering individualised service and
It also means customer engagement is higher since companies no longer have to wait for customers to come to them with a problem. Field service workers can monitor IoT-connected sensors and smart machines send notifications when a failure is going to occur.
Being proactive, rather than reactive is a better way to run a field service business in today’s market. And workforce-as-a-service makes this possible.
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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